AccountId: 011433970860
ContactId: 8b0f0f01-5fb3-4545-8690-8dae1653a8b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 797760 ms
Total Talk Time (AGENT): 259931 ms
Total Talk Time (CUSTOMER): 445982 ms
Interruptions: 10
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/8b0f0f01-5fb3-4545-8690-8dae1653a8b5_20250210T20:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII], uh, I, I have a policy with all since to.
[CUSTOMER][NEUTRAL] Um, I have, they, they requested, um, more information, uh, please provide copies of your.
[CUSTOMER][NEUTRAL] Explanation of benefits from your premium.
[CUSTOMER][NEUTRAL] Oh, the insurance agent.
[CUSTOMER][NEUTRAL] OK are you?
[CUSTOMER][NEUTRAL] And I, uh, I, I did that I mailed that copy in, but I don't have that's been.
[CUSTOMER][NEUTRAL] And I got some information from Doctor [PII], who's another doctor.
[CUSTOMER][NEUTRAL] Um, but this other doctor, Doctor [PII], I didn't have when, when I got that from the insurance company, I mailed y'all a copy.
[CUSTOMER][NEUTRAL] And I hadn't received any, any feedback from y'all on this. So, uh, the doctor at the bus that Doc Doctor at the bus, what Doctor At the bus, I got I I got all the information from him, I mean from them, uh, from y'all, from her, uh, from him, and I hadn't, I hadn't said heard anything from Doctor [PII].
[AGENT][NEUTRAL] OK, Mr. [PII]. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Who's the dermatologist.
[AGENT][NEUTRAL] OK, so you're calling to verify if we received some information that you sent to us that we were needing for a claim for you, is that correct?
[CUSTOMER][NEUTRAL] No, yeah, y'all, y'all, I'd already put the claim in.
[CUSTOMER][NEUTRAL] But y'all needed some information, so as soon as I got the copy from the insurance company, I mailed it to y'all.
[AGENT][NEUTRAL] OK, so you're wanting to verify if that was received or not by us? Is that right?
[CUSTOMER][NEUTRAL] And I hadn't, I, uh.
[CUSTOMER][NEUTRAL] Yes, uh, well, I may have both of them at the same time and the after bus. It's already a couple of weeks ago. I've received all the information from them, uh, from, uh, from you know, for, for them, but I didn't hear anything from the doctor, uh.
[CUSTOMER][NEUTRAL] Doctor uh [PII].
[AGENT][NEUTRAL] OK, so you sent us the information from Doctor [PII]'s office for one claim, but you're wanting to verify if that was received. Is that correct?
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][POSITIVE] Yes, sir. I can help you with that. And Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I'm sorry. I'm so sorry. Can you say that, uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, thank you. And your policy number, please, Mr. [PII]?
[CUSTOMER][NEUTRAL] 00477.
[CUSTOMER][NEUTRAL] 401.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], I will need to verify several things with you first for security and then also any information that I do provide for you will be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you, one of them is the same as the one you gave me, and then we also have another phone number that's different. Do you have a landline or we have two phone numbers on file.
[CUSTOMER][NEUTRAL] No, must be my wife. My, my wife, I might have gave you my wife's number. I don't know, uh, it's [PII], it's, it's [PII]. It's [PII].
[AGENT][NEUTRAL] OK, what is that number?
[AGENT][NEUTRAL] No, sir, this phone number ends in a [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Did
[CUSTOMER][NEUTRAL] Uh, I'm gonna say that now.
[CUSTOMER][NEUTRAL] [PII], [PII], what's your last four numbers, your [PII]?
[CUSTOMER][NEUTRAL] [PII] is the last four numbers.
[AGENT][NEUTRAL] No, sir.
[AGENT][NEUTRAL] Yes, sir, that's not this one, the last two, did you all have a landline at one time that maybe ended?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] No, ma'am. No ma'am. I don't, no, no, I don't have anything.
[AGENT][NEUTRAL] A work number maybe?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, nothing like that you can take that number off whatever it is.
[AGENT][NEUTRAL] OK, so what is the last 4 of your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then the last thing to verify, Mr. [PII], is gonna be your email address.
[CUSTOMER][NEUTRAL] I don't get anything on that. I'd rather have paperwork, so, uh, I'm, I'm [PII] old, so I don't do no computers much.
[CUSTOMER][NEGATIVE] Uh, I don't even, I don't, I don't give that.
[AGENT][NEUTRAL] OK, so you don't have an email? You said you don't have an email now? Oh.
[CUSTOMER][NEUTRAL] Yes ma'am, I got one but I don't I don't do that I don't do all that.
[AGENT][NEUTRAL] OK, so I'm just gonna remove it then if you don't, that doesn't need to be on file for you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't, I don't even know what I don't even know what what I gave you.
[AGENT][NEUTRAL] OK. All right, thank you. So give me just one moment, please.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and what is the date of service for the Doctor [PII]'s claim that you were wanting to check to see if we received that information?
[CUSTOMER][NEUTRAL] Mm huh, I don't have any idea that I.
[CUSTOMER][NEUTRAL] I don't have that record with me, uh.
[CUSTOMER][NEGATIVE] It's the it's the last one that I mailed in when I mail, I, I mailed both of those in at one time and one of them was really thick from Doctor [PII].
[CUSTOMER][NEUTRAL] But the other one is just a one sheet of paper that the insurance company sent me.
[CUSTOMER][NEUTRAL] It was for Doctor [PII]. I know it was for Doctor [PII]. She's a dermatologist that sent me to Doctor [PII].
[CUSTOMER][NEUTRAL] After she takes after she takes the skin cancer and send it off for the test and they come back cancer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She sends me to a nose doctor.
[CUSTOMER][NEUTRAL] So, and then then doctor ask Doctor [PII]. So I'm, I'm, I'm satisfied with Doctor [PII]. I, I don't, I don't have anything that y'all sent me from Doctor [PII], and that's
[AGENT][NEUTRAL] No, sir, I don't show anything for Doctor [PII]. I only see the last two things that we processed were both for Doctor [PII].
[AGENT][NEUTRAL] Antrobus
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, that's his, that's his name. Well, I'll send it all together and then it was all, I mean, in different, different envelopes.
[CUSTOMER][NEUTRAL] Uh, it was a big old envelope that uh I had to get from uh.
[AGENT][NEUTRAL] So you did send them in in different envelopes? because I don't, it doesn't look like we probably, it doesn't look like that one was received based on the information that's in the system.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It's like we didn't receive one of those envelopes, maybe.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, I, I, I'm elected not to, to make a copy of that, so I don't know what's going on with that.
[AGENT][NEUTRAL] Yes, sir. I've looked everything that we have.
[CUSTOMER][NEUTRAL] I, I have a, I have, I have a, OK, here it, oh here it is, what is, uh, it was in uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's what it was because this this is this is just uh this is what y'all sent me.
[CUSTOMER][NEUTRAL] That you needed
[CUSTOMER][NEUTRAL] So it was uh but it didn't have her name on it uh so it's for.
[CUSTOMER][NEUTRAL] Doesn't have anything about uh uh Doctor [PII] on here.
[CUSTOMER][NEUTRAL] But that's what it was, it was [PII].
[CUSTOMER][NEUTRAL] I was in uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I do see the claim that we reviewed, um,
[AGENT][NEUTRAL] For that date of service, we only have one.
[AGENT][NEUTRAL] Set of documentation or documents rather, for that particular data service, Mr. [PII], and I can see that we did not approve it because we were needing the primary insurance company's explanation of benefits for that data service.
[CUSTOMER][NEUTRAL] Well, that's what I mailed it to y'all. Uh, that's what I mailed to you when they sent me a copy.
[AGENT][NEUTRAL] And if you've mailed it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm added it to the same place I always do [PII] with y'all's box number on it and all that other stuff so.
[AGENT][NEUTRAL] Yes, sir, and I.
[AGENT][NEGATIVE] And for whatever reason, again, I can't answer as to why, but that hasn't been received. The only thing that we have received was the information about, about Doctor [PII] that we needed.
[CUSTOMER][POSITIVE] Right, well, I'm, I'm elected to make a copy of that, so I, I, I like it.
[AGENT][NEUTRAL] Now, if you would
[CUSTOMER][NEUTRAL] Uh well.
[AGENT][NEUTRAL] Now, maybe it will still come, it's
[CUSTOMER][NEUTRAL] I might, I might be able to get the, I might be able to get the information from Doctor, Doctor [PII], so let me, I'll, I'll do that today.
[AGENT][NEUTRAL] Yes, sir. See if you can get it, and if you can then just resubmit it. Again, I'm sorry, but you know, with the mail and, and especially since they were mailed separately, we received the one set of documents, but we haven't received that other one as of now. And when did you mail them, you think? Cause we processed this claim back in January.
[CUSTOMER][NEUTRAL] But uh you see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, I don't, I don't have it. I don't have any idea. Y'all sent me a check for that. Y'all, y'all alright on the at the bus did, yeah.
[AGENT][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] Yes, sir, that was at the end of January on the [PII] that we processed that, but as, as of now, we have not received that other for Dr. [PII] for the [PII] data service.
[CUSTOMER][NEUTRAL] But uh
[CUSTOMER][NEUTRAL] Yeah, right, yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, well, I'll, I'll go see Doctor [PII] and see if I can get a copy of what the insurance.
[CUSTOMER][NEUTRAL] What the information about the insurance to see what they, they, they'll have a copy of what they paid. So, uh, that.
[AGENT][NEUTRAL] Yes, sir, they should. Mhm.
[CUSTOMER][NEUTRAL] So, uh, but I'll I'll, I'll check on it, but I, I'll wait until the insurance company to send me that copy.
[CUSTOMER][NEUTRAL] It was the original copy from the insurance company.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I mail it to y'all. So, but like I said, we're gonna separate envelopes.
[CUSTOMER][NEUTRAL] The one I sent you from at the bus, it was about 1 inch thick, so, uh.
[CUSTOMER][NEUTRAL] But uh anyway I'll uh I'll talk to take care of that and what's your name again?
[AGENT][NEUTRAL] Again, my name is [PII], Mr. [PII]r.
[CUSTOMER][POSITIVE] [PII], OK, OK, good. And uh you have a good day and I'll try to do the best I can over here on this end. Thank you. I uh I.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Oh, all right. Well, you're certainly welcome and thank you for calling ATL. All right.
[CUSTOMER][NEUTRAL] OK, OK, bye bye, bye bye.
[AGENT][NEUTRAL] Papa.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEGATIVE] Reason they ain't sent me no check for that. They ain't never received the dog on thing.
[CUSTOMER][NEUTRAL] And I mailed both on the same day.
[CUSTOMER][NEUTRAL] I'm gonna do that every time.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Most of that
[CUSTOMER][NEUTRAL] Not just the offices they.
[CUSTOMER][NEUTRAL] Hey, I ain't uh, I ain't just walked through the door, baby. Well, don't, no don't be saying that.
[CUSTOMER][NEUTRAL] Yeah, I know I'm taking care of all this shit, OK.
[CUSTOMER][NEGATIVE] I know they don't pay no office visit, maybe because she cut on me twice, OK? She cut on my arm, she cut on my face.
[CUSTOMER][NEUTRAL] I sent it in. They don't have any records stuff.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] They have records of the people doing it in October.
[CUSTOMER][NEGATIVE] They don't have any records of receiving the information from the insurance company that that that they they informed me that they needed. So anyway, she didn't say all that [PII], she just said she hadn't received anything from the insurance.
[CUSTOMER][NEUTRAL] Documents probably have to have a copy of that.
[CUSTOMER][NEUTRAL] I'm gonna go up there and see you.
[CUSTOMER][NEUTRAL] 7